Conversing with customer service reps doesn't have to be a miserable, excruciating process. Turns out, it can be kind of fun.
Earlier this year, Facebook teamed up with online retailers Everlane and Zulily to experiment with using Messenger (Facebook's messaging app) as a customer service platform. I was first introduced to this innovation in October when I bought a raincoat on Everlane, an e-commerce startup that has no physical stores. Soon after placing my order, I got a text via Messenger:
Emily Cohn/Tech Insider
A few days later I got a follow-up when the order shipped, complete with shipping details and a delivery date. The whole process was pretty seamless, but the messages didn't tell me anything an email couldn't have.
When the item was delivered, however, they sent me a nice message thanking me for my purchase. It also said: "Please let us know if there's anything else we can do."
That got me thinking: What else could this customer service rep help me do?
So, a few weeks later, when I realized my wardrobe needed some refreshing, I whipped out Messenger to see what Everlane, which is know for its stylish staples sold at reasonable prices, could do for me.